Career Development Toolkit

Career Development Toolkit

Overview This tool kit supports both informal and formal (PDR) career discussions Informal When a team member requests basic career support, the toolkit can provide a range of resources as required. Formal At the point of agreeing to support an individual s career development, the toolkit provides a range of resources, which can be selected /adapted to meet the needs of both the individual and the operation. The resources provided are useful alternatives when formal career development programmes such as Leadership 1, 2, or 3 are not an option in the short term. 2009 Hilton Worldwide Confidential & Proprietary 2

Content Section 1 A guide to planning your career Section 2 Level 1 Resources - to support development from FLC to supervisor Level 2 Resources - to support development from Supervisor to Assistant Department Manager Level 3 Resources - to support development from Assistant to Department Manager Section 3 Activity Cards - activities to support development within and across specific functions Section 4 Additional Resources 2009 Hilton Worldwide Confidential & Proprietary 3

Section 1

A Guide to Planning Your Career Hilton University Course Asserting Yourself Professionally 1548 Get Your Career on the Fast Track 1785 Goals and Setting Goals 1773 Preparing as the Interviewee 1627 Preparing for the Behavioural Interview 1625 Actions to Support Career Development 1. Register on the Hilton Careers Clinic website http://www.hiltoncareersclinic.com 2. Download and complete the Careers Workbook 3. Participate in you PDR - career discussion - Action - Set development goals (PDP) - Review achievement in accordance with PDP 4. Review internal opportunities - Meet with your manager to discuss the next step - Check for suitable positions via Notice Boards, HR.net and http://www.careersathilton.com - Review Fact sheet on making an internal application 2009 Hilton Worldwide Confidential & Proprietary 5

Section 2

Level 1 FLC to Supervisor 7

Level 1 FLC to Supervisor Hilton University Course Hilton University Course HU Code Giving Feedback to Colleagues 1588 The Basics of Delegation 1688 The Mechanics of Communicating Effectively 1518 Working Effectively with Customers 1580 An Introduction to Project Management 1832 Time as a Resource 1782 Dynamics of Leadership Assertive Management 1 & 2 Emotional Intelligence Leadership and Change 1635 2009 Hilton Worldwide Confidential & Proprietary 8

Level 1 FLC to Supervisor Leadership 1 Recommended E-learning Leadership 1 Recommended E-learning HU Code Tomorrows Managers Development Tools 1659 Basic Business Skills to Get You on the Fast Track 2791 Communication Skills to Fast-track Your Career 2809 Interpersonal Skills on the Fast Track 1786 The Boss Factor 2839 Managing Your Career: Getting on the Right Track 2828 Managing Your Career: You and Your Boss 2829 2009 Hilton Worldwide Confidential & Proprietary 9

Level 1 FLC to Supervisor Practical Skills & Experiential Learning Activities Arrange to participate in a job chat Take charge of a shift and allocate roles Deliver a pre shift brief and post shift de brief Seek guest feedback and action appropriately Support the job skills training of a new start Practical Skills & Experiential Learning Develop a number of SMARTA objectives to drive an increase in SALT scores for your department Basic OnQ training Checkin/out and Posting Practical Skills & Experiential Learning Role Specific Complete all Activities at Level 1 (FLC to Supervisor) on your department activity card Through cross exposure, complete the FLC to supervisor actions from other department checklists 2009 Hilton Worldwide Confidential & Proprietary 10

Level 2 Supervisor to Assistant Manager Level 2 Supervisor to Assistant Manager 11

Level 2 Supervisor to Assistant Hilton University Courses Hilton University Courses HU Code Managing Delegation 1670 Leadership Communication Skills 1521 Identifying Problem Performance 1692 Planning Your Presentation 1581 Presenting Successfully 1528 Customers, Confrontation and Conflict 1609 Resolving Conflict with Communication Skills 1522 The Master Negotiator 1585 Introduction to Financial Analysis 1254 Problem Solving: Generating Alternatives 1768 2009 Hilton Worldwide Confidential & Proprietary 12

Level 2 Supervisor to Assistant Hilton University Courses Hilton University Courses continued HU Code Decision Making: Implementation and Evaluation 1770 Decisions and Risk 1797 An Introduction to Project Management 1832 Dealing with Problem Performance 1693 Leadership and Change 1635 Success over Stress 1790 Communicating to get results 2804 Profit Margins Giving and receiving feedback Managing your manager 2009 Hilton Worldwide Confidential & Proprietary 13

Level 2 Supervisor to Assistant Practical Skills & Experiential Learning Activities Practical Skills & Experiential Learning Work through checklist on the Level 2 (Supervisor to Assistant Manager) department activity card Produce a rota based on productivity and skills levels Deliver a presentation at the Department Meeting Analyse department SALT results and agree improvement plan with team Design and present an idea to improve sales to your line manager Identify a team member who is not performing to standard and support an improvement plan Through cross exposure complete activities at Level 2 from other Department Check lists Research another brand and understand the brand icons and market positioning Visit another brand and prepare analysis of brand strengths against expectations and competitors Attend weekly Operations Meeting and contribute to planning discussions Gain exposure to PAMS and develop payroll knowledge management including rules around contract hours, working time and lieu time Attend morning brief and brief the team on daily business 2009 Hilton Worldwide Confidential & Proprietary 14

Level 2 Supervisor to Assistant Practical Skills & Experiential Learning Activities Practical Skills & Experiential Learning Continued Become Green Team Member or Hilton Exchange Representative Attend First aid course as a requirement for 'Manager on Duty Shifts' Act as second Representative for Health and Safety and complete department Risk Assessments Analyse the QA audit and identify key areas for improvement within Department Participate in Journey Ambassador shadow shifts Place an order using Birchstreet Attend a recruitment interview with Manager and take interview notes Gain an initial understanding of financial procedures, including credit control, postings, billing, OnQ account management - House accounts/group Masters 2009 Hilton Worldwide Confidential & Proprietary 15

Level 3 up to Head of Department Level 3 up to Head of Department

Level 3 up to Head of Department Hilton University Course Hilton University Course Taking on a Management Role 1657 Planning Your Presentation 1581 Presenting Successfully 1528 Leading an Effective Business Meeting 1532 Mentoring Effectively 1676 Performance Reviews 1681 Improving Your Image 1787 Analyzing the Market 1703 Enterprise Analysis and Making a Business Case 1604 Evaluating Creative and Innovative Ideas 1777 Generating Creative and Innovative Ideas 1776 Introduction to Financial Analysis 1254 Problem Solving: Generating Alternatives 1768 Strategic Management - Analysis and Choice 1864 Introduction and What is Marketing Developing and Deploying Strategic Plans 1757 Fundamental Components of a Business Case 1857 The 6 customer focus e.learning modules 2009 Hilton Worldwide Confidential & Proprietary 17

Level 3 up to Head of Department Hilton University Course Hilton University Course Continued Communicating to get results 2804 Obtaining Results from the Boss 2832 Interpersonal Communications: The Process 1517 Workplace Communication Skills 1519 Listening, Influencing and Handling Tough Situations 1573 Techniques from Improved Time Management 1762 Developing Excellent Time Management Habits 1763 Major time management challenges 1781 The Basics of Delegation 1668 Delegation: The Personal Approach 1669 Teamwork and Emotional Intelligence 1576 The Model Leader 1636 Energising and Empowering Employees 1638 Developing the Team and its Culture 2732 Making decisions dynamically 1769 Decision Making: Implementation and Evaluation 1770 The principals of Financial Management 1617 Competitive Factors in Strategic Marketing 1704 Success over Stress 1790 2009 Hilton Worldwide Confidential & Proprietary 18

Level 3 up to Head of Department Practical Skills & Experiential Learning Activities Practical Skills & Experiential Learning Complete activities at Level 3 ( up to HOD) on your department checklist Plan and deliver a team meeting Identify potential talent and design a support plan for one individual Complete a formal PDR Carry out a competitor analysis and design a marketing plan Identify the key financial metrics for the department and current strengths / weaknesses Complete a SWOT analysis for a local competitor Develop a strategy to improve sales / generate savings Carry out a full SWOT analysis on another department and present to the Managers Meeting Deliver a team training event Design an incentive plan - non financial Identify an interdepartmental issues and work to resolve it Conduct a full selection interview ( under supervision if not attended L3 module) Conduct an investigation (in liaison with HR) Complete all Activities in relation to the Journey Ambassador Role Experience your role in an alternative market segment - e.g. city/corporate, Leisure/country or airport Identify the key variances to the role Attend H&S for Managers - L3 module 2009 Hilton Worldwide Confidential & Proprietary 19

Level 3 up to Head of Department Practical Skills & Experiential Learning Activities Practical Skills & Experiential Learning Continued Research another brand and understand the brand icons and market positioning Visit another brand and prepare an analysis of brand standard against delivery and the key differentials Understand hotel marketing plan and corporate collateral guidelines Job Swap - within property, arrange a job swap at your current level -complete appropriate activity list Complete e.learning Forecast Data Review Module Chair a department meeting Chair a formal disciplinary hearing Prepare and deliver a full PDR discussion with a team member Analyse Departmental P&L and identify trends and actions Complete a PDP for a team member Participate in a working party / steering group activity Analyse guest feedback and produce an action plan to address key issues Complete a return to work Interview and chair an Attendance Management Meeting Coach a new start to successful probationary review stage Work with another department to improve communication / co-operation Produce a TMOS action plan with the support of the team Attend Recognition tutorial - http://tools.hilton-recognition.com/recognitionworks/ Implement recognition activities 2009 Hilton Worldwide Confidential & Proprietary 20

Level 3 up to Head of Department Practical Skills & Experiential Learning Activities Practical Skills & Experiential Learning Continued Complete a department SWOT analysis and action plan Complete a competitors analysis and evaluate Complete a review of departmental risk assessments Know what to do in the event of an emergency Refresh opening and closing procedures Carry out a hotel show around 2009 Hilton Worldwide Confidential & Proprietary 21

Section 3

Department Activity Cards Development Level Activity Date Signature Housekeeping FLC Supervisor Supervisor - Assistant Assistant - HOD Spend a day with Housekeeping DT and check off job skills covered Complete HU Brand Modules for Housekeeping Understand Room Types and Floor Plans Check and give feedback on serviced room standards Allocate Daily Duties Collate feedback from the checkers and identify any common issues Update Room status in system Review QA audit plan / SALT scores and recommend actions to improve Draft a monthly rota based on productivity ratios and contract types 2009 Hilton Worldwide Confidential & Proprietary 23

Department Activity Cards Development Level Activity Date Signature Banqueting FLC - Supervisor Supervisor - Assistant Assistant - HOD Understand Banqueting food and wine menu's Attend weekly Function Sheet meeting Shadow a banqueting event with the department DT and check off job skills covered Complete HU brand standards module (s) for Banqueting Supervise one aspect of two different events/functions - giving direction as required Check the satisfaction of the event organisers / carry out Exit interview Complete weekly banqueting forecast with Manager Review the overall efficiency of the event a prepare feedback for the Department Manager Attend an event planning meeting Plan the running of an event - delegating duties according to team/individual strengths Oversee the management of an event/function 2009 Hilton Worldwide Confidential & Proprietary 24

Department Activity Cards Development Level Activity Date Signature Finance and HR FLC - Supervisor Supervisor - Assistant Assistant - HOD Observe the night audit process Understand Birchstreet and process an order accordingly Spend a day in Cluster Finance - observe daily business reporting Understand the principles of the HOM and its impact on recruitment practice Shadow the processing of income audit and credit control Read and Interprate monthly P&L - identify strengthys / weakness *Attend weekly RMCC callover and identify business trends Deliver a session from the New start Orientation Conduct an investigation in liaison with HR Prepare an update to Department Managers on Labour Turnover 2009 Hilton Worldwide Confidential & Proprietary 25

Department Activity Cards Development Level Activity Date Signature Meetings / G,C&E FLC - Supervisor Supervisor - Assistant Assistant - HOD Complete Job Skills checklist Complete HU brand standards module (s) for Meetings Shadow shift in the Business Centre Complete HU brand standards module (s) for Meetings Complete a meeting room audit Attend an operations meeting / event brief Identify meeting capacities and set up options Room rental guidelines and contracts Review electronic diary - for example GEM and comment on the chase system Review brochures and promotional materials and make improvement suggestions 2009 Hilton Worldwide Confidential & Proprietary 26

Department Activity Cards Development Level Activity Date Signature Sales FLC - Supervisor Supervisor - Assistant Assistant - HOD na Pre check all areas in advance of a show around Attend a show-around Arrange and complete a show-around / fam trip Contact DOS to understand sales strategy and segmentation 2009 Hilton Worldwide Confidential & Proprietary 27

Department Activity Cards Development Level Activity Date Signature Journey Ambassador FLC - Supervisor Meet the Journey Ambassador and understand the role and responsibilities Understand the key customer service issues for your property - review SALT Complete Journey Ambassador HU module Identify knowledge gap to be a JA Supervisor - Assistant Complete Journey Ambassador HU module Shadow the Journey Ambassador Analyse the Journey Ambassador log and discuss with relevant HODs Perform the Journey Ambassador role Act on a key customer service issue and review SALT cross departmentally Assistant - HOD Complete Journey Ambassador HU module Analyse the Journey Ambassador log and discuss with relevant HODs Perform the Journey Ambassador role 2009 Hilton Worldwide Confidential & Proprietary 28

Department Activity Cards Development Level Activity Date Signature Journey Ambassador Continued Assistant - HOD Identify and communicate with 2 HH guests, gain and action their feedback their feedback, cross departmentally if required Complete e.learning modules on SALT and HH Overview and HH Membership Benefits Analyse the 'Voice of the Customer' scores and co-ordinate improvement plans with relevant HODs 2009 Hilton Worldwide Confidential & Proprietary 29

Department Activity Cards Development Level Activity Date Signature Reception FLC - Supervisor Spend a day on the Front Desk and check off learning against Job Skills List Complete HU Brand Modules for arrival/ departure Complete CRM Training Complete basic switchboard training Understand Room Types and Floor Plans (Room Grades) Supervisor - Assistant Understand hotel general knowledge - via PIM Deal with a room allocation issue - ensuring guest satisfaction and systems update Complete HU Brand Modules for arrival/ departure Assistant - HOD Complete OnQ property Management ( 40 hours) Complete Checking process Update Room status in system Explore IDEAS,V51, PIM 2009 Hilton Worldwide Confidential & Proprietary 30

Department Activity Cards Development Level Activity Date Signature Reception Continued Assistant - HOD Assess Yield Par performance over 3 months Attend weekly RMCC call over and identify business trends and strategy Attend BFM - weekly Review QA audit plan / SALT scores and recommend actions to improve Complete e.learning IDEAS, Revenue management system 2009 Hilton Worldwide Confidential & Proprietary 31

Department Activity Cards Development Level Activity Date Signature FLC - Supervisor Food & Beverage Spend a shift in each F&B area of service, covering the key service periods Tick of all brand skills covered on the checklist Complete HU brand standards module (s) for F&B Supervisor - Assistant Shadow a supervisory shift in each F&B out-let Understand the concept, menus and drink offering in each service area Comprehend the table / floor plan and service styles and operational structure Prepare a matrix of food and wine pairings Understand the principles of HACCP Complete Service peaks and troughs analysis and make improvement recommendations Audit the effectiveness of tray collection and make any recommendations as required Participate in a stock take and give feedback on the exit status Gain exposure into cellar management, PAR levels, stock control and security 2009 Hilton Worldwide Confidential & Proprietary 32

Department Activity Cards Development Level Activity Date Signature Food & Beverage Assistant - HOD Understand and update MICROS Analyse drink trends and design a promotion to meet the needs of the guests Make suggestions for new menus Design a tool to encourage and reward up selling activity Supervise a full shift giving pre and post feedback to the team Review QA audit plan / SALT scores and recommend actions to improve Draft a monthly rota based on productivity ratios and contract types Understand the business strategy for F&B and relate to the business plan Work with Chef on project e.g. menu engineering, wastage, spend analysis 2009 Hilton Worldwide Confidential & Proprietary 33

Department Activity Cards Development Level Activity Date Signature Kitchen FLC - Supervisor Complete a shift as a steward - understand the equipment and systems of work Assist in an area of food preparation Understand and demonstrate food safety standards Develop an SOP for a specific dish including costing Work with Sous/Head Chef to develop Seasonal Menu with SOP and costings Participate in kitchen stock take and identify necessary PAR levels Prepare section handover sheet Liaise with supplier e.g. place an order / enquire re seasonal offers etc Supervisor - Assistant Assist in the receiving, checking and processing of a food delivery Complete an audit of storage practices within the kitchen Support service delivery at the pass - focus on portion control, presentation and efficiency Attend weekly Food and Beverage Meeting 2009 Hilton Worldwide Confidential & Proprietary 34

Department Activity Cards Development Level Activity Date Signature Kitchen Continued Supervisor - Assistant Develop Section Handover sheets and MEP lists Participate in a new menu launch Hold a Restaurant / Kitchen service brief and/or debrief Identify and report maintenance lists Complete Bi-monthly health and safety audit Carry out Food Cost calculation and GP's Assistant - HOD Following the morning meeting, brief the kitchen brigade to ensure business needs are met Complete an audit of H&S practice in all food preparation areas Participate in a stock take Support the Chef in placing a food order Design and cost a menu option 2009 Hilton Worldwide Confidential & Proprietary 35

Department Activity Cards Development Level Activity Date Signature Kitchen Continued Assistant - HOD Deliver a brief to food service colleagues on the menu items Review QA audit plan / SALT scores and recommend actions to improve Draft a monthly rota based on productivity ratios and contract types 2009 Hilton Worldwide Confidential & Proprietary 36

Section 4

Understanding your Careers Workbook Workbook includes: Career Mapping the process of identifying what motivates and satisfies using: Values exercise Interests inventory Preferred working environment Personal SWOT Visioning and goal setting Visioning exercise Stages in career management Self-Awareness Belbin Myers Briggs Networking and first impressions guidance To download your Careers Workbook visit www.hiltoncareersclinic.com 2009 Hilton Worldwide Confidential & Proprietary 38

Understanding your Careers Workbook 2009 Hilton Worldwide Confidential & Proprietary 39

Completing your Personal Profile Who has a Personal Profile? Individuals who have been identified as suitable and are willing to change positions Within current hotel Within Cluster Within Division Within UK / Internationally Personal Profiles are used by Recruiters to gain an understanding of an individual s suitability for a role 2009 Hilton Worldwide Confidential & Proprietary 40

Name Personal Data Job Title: General Manager Hotel/Location: Date into current job: Start Date Hilton: Manager Name: Mentor Name: Date of last PDR: Box Rating: Family status: Employment History My Personal Development Goals: Short Term (0-2 yrs) Longer Term (2 yrs +) Current Competencies, Skills, Knowledge, Experience Photo Education / Training / Development Activity Development Needs for Current Job and Future Goals Significant Recent Achievements/Reason for Ready Now Status Languages/Competence Personal Prefs/Mobility Development Action Plan 2009 Hilton Worldwide Confidential & Proprietary 41

Internal Candidate Resourcing Process and Feedback Factsheet Outlines the process an internal applicant should expect to experience when applying for an internal position Outlines the process a Recruiter and Line Manager need to follow with an internal candidate when recruiting for a position 2009 Hilton Worldwide Confidential & Proprietary 42

Internal Candidate Resourcing Process and Feedback 2009 Hilton Worldwide Confidential & Proprietary 43